Title: Supv,Patient Srvs & Volunteers

Location: Fountain Valley

Department: Customer Services

Status: Full-time

Shift: Days

Pay Range: $34.43 - $49.96/hr

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

Performs diversified management and administrative duties of patient services and volunteer services for Orange Coast Memorial Medical Center and Orange Coast Memorial Foundation.  Under the direction of the director of Patient Relations, and independent judgment, the Supervisor of Patient Services and Volunteers oversees grievances and complaints to ensure compliance with all regulatory requirements including CMS, Joint Commission and CDPH related to Patient Rights and Grievances/Complaint management.   Coordinates with volunteers, applicants and Medical Center staff to provide continued and ongoing support.  Coordinates the merchandise, sales, and staffing of the hospital Gift Shop.  Operates with independent judgment and initiative. 

Essential Functions and Responsibilities of the Job

1)      Provide direct oversight and processing of the hospital grievances and complaints, including participation in the Grievance Committee and investigation, coordination, communication, resolution and responses in compliance with all regulatory requirements including CMS, Joint Commission and CDPH.

2)      Track, trend, and present complaint and grievance reports for leadership and annual presentation for PIPS.

3)      Actively collaborate with key leadership and Patient Relations Patient Experience Liaison to identify and mitigate barriers identified through patient complaints.

4)      Monitor and oversee Simply Better Experience Trust usage and reporting.

5)      Keep director informed on progress and escalate concerns to senior leadership and/or risk management as needed

6)      Supervise Patient Services/Volunteer Coordinator roles and responsibilities

7)      Manage volunteer services by attracting and maintaining a sufficient number of volunteers.  to maintain the program in compliance with all Human Resource related policies and procedures.

8)      Manage the daily operation of the Orange Coast Gift Shop.

9)      Serve as an expert of the MemorialCare Simply Better Experience model

10)   Perform other related duties and participate in special projects as assigned.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

• Experience

  • At least five years’ experience with a focus on patient experience and/or customer service with a minimum of two years Supervisory experience preferred
  • Strong problem-solving skills and ability to quickly resolve issues and concerns.
  • Excellent communication skills (verbal and written)
  • Proficiency in writing and editing
  • Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook.

   

  Education

  • Bachelor’s degree in related field preferred.